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Use SFTP to upload files to Puppet Support

Charlie Sharpsteen
  • Updated
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We maintain an SFTP server to provide an upload option for files that are too large to attach to Support tickets and for customers who cannot use third-party file-sharing services. You can upload the output of the support script directly from Puppet Enterprise to our SFTP server. If you are airgapped, you may instead manually upload the support script and/or other files to the server. Files that you upload are read-only and accessible only by our Support team. We’ll automatically delete the files after seven days. If you need them deleted at a different time, let us know.

This article describes:

Version and installation information

PE version: 2018.1.8 and later 2018.1, 2019.0.3 and later

Upload directly from Puppet Enterprise to our SFTP server

Before you begin, you need an active Support ticket number.

To run the script and upload the output using default credentials that are packaged with Puppet Enterprise, run the following:

puppet enterprise support --v3 --ticket <TICKET NUMBER> --upload

For example,

puppet enterprise support --v3 --ticket 12345 --upload

To specify your own credentials, run the following:

puppet enterprise support --v3 --ticket <TICKET NUMBER> --upload --upload-user <USERNAME> --upload-key <PATH TO SSH PRIVATE KEY>

For example,

puppet enterprise support --v3 --ticket 12345 --upload --upload-user ada.lovelace --upload-key ~/.ssh/id_rsa_pe

If you don’t have a username yet, generate a key pair and provide the public key to Puppet Support and ask them to create you an account. For example, generate a new key pair using the ssh-keygen utility.

Uploading the output of the support script and other files manually

If you are airgapped, or can’t otherwise upload using the steps above follow these steps.

  1. If you don’t have a key pair yet, generate one using the ssh-keygen utility.
  2. Send us the public key, and let us know that you need credentials for the SFTP server. We will send you a username.
  3. Log into the server (at customer-support.puppetlabs.net) with your credentials. Information about its SSH host fingerprints is in the next section.
  4. On the server, put the files into the drop folder.

SFTP server details

Our SFTP server is available at customer-support.puppetlabs.net and has the following SSH host fingerprints:

# SHA256 hashes
SHA256:FBe09SAyXBiLrWyHgrc7GrLR+hK0sB23VUjELt89Gjg (RSA)
SHA256:elWbA2dwlXKLd4q43SfFbSp1Dw2FnbLFufsJ4ITn5TU (ECDSA)
SHA256:3fBFrK3hOAYrAXLHnPTvOFUUsNtAYaSxX3l59RBt3dY (ED25519)

# MD5 hexadecimal hashes
MD5:7e:83:fa:91:4d:e0:1a:fb:04:8f:c5:cb:83:15:b3:b9 (RSA)
MD5:1a:6e:f3:d0:de:14:2b:7c:00:0f:c6:69:14:b9:3e:64 (ECDSA)
MD5:bf:5c:3d:e1:61:1e:e4:da:57:9e:2c:73:d3:4f:ed:26 (ED25519)

Changelog

Regular maintenance of SFTP servers occasionally includes upgrading to newer operating system versions or hardware. In these cases, host fingerprints of the servers will change. Most SFTP software will react to a change in the host fingerprint by failing the connection with a warning. For example, OpenSSH prints the following:

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
@    WARNING: REMOTE HOST IDENTIFICATION HAS CHANGED!     @
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

IT IS POSSIBLE THAT SOMEONE IS DOING SOMETHING NASTY!
Someone could be eavesdropping on you right now (man-in-the-middle attack)!
It is also possible that a host key has just been changed.
The fingerprint for the ECDSA key sent by the remote host is
SHA256:elWbA2dwlXKLd4q43SfFbSp1Dw2FnbLFufsJ4ITn5TU.

This section records the dates at which SFTP fingerprints changed so that users can verify updates.

  • 2018-12-07: The host fingerprints for customer-support.puppetlabs.net were changed.
We maintain an SFTP server to provide an upload option for files that are too large to attach to Support tickets and for customers who cannot use third-party file-sharing services. You can upload t...

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Comments

4 comments

Date Votes
  • Alex Mesfin

    Hi,

    I am getting this error:

    [root@dccdvtp001 ~]# /opt/puppetlabs/bin/puppet enterprise support --v3 --ticket 37116 --upload --upload-user amesfin
    Error: Could not parse application options: invalid option: --upload

    Alex Mesfin

    0
  • Suzie Baunsgard

    Hi, it looks like you're getting help already, I've let those folks know that you've left a comment here. If we can make improvements to the article based on your experience, we will do it.

    0
  • Charlie Sharpsteen
    • Edited

    Hi Alex,

    The most common explanation for that error is that your PE version is older than the --upload feature. This flag was added to the LTS in 2018.1.8 and to the STS in 2019.0.3.

    Older PE versions will produce the "invalid option" error that you are seeing.

    0
  • Alex Zbarcea
    • Edited

    how to upload only, or how to run the same with behind proxy (with http_proxy) without the proxy config altering the support commands ? 

    ```
    cat myFile.json | ssh root@remoteSftpServer -o "ProxyCommand=nc.openbsd -X connect -x proxyhost:proxyport %h %p" 'cat > myFile.json'
    ```

    0

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